Pylon is a B2B customer support platform: it brings conversations from Slack, Microsoft Teams, email, chat and other channels into issues, and adds accounts, SLAs, surveys, a knowledge base and customer projects around them. This connector reads your Pylon workspace through its public API and brings your issues and every message on them, your accounts and contacts, users and teams, tasks, projects and milestones, survey responses, knowledge base articles, the configuration around them (tags, statuses, custom fields, ticket forms, macros) and the audit log.

The connector only reads data. It never creates, changes or deletes anything in Pylon.

Configuring Pylon as a Source

In the Sources tab, click on the “Add source” button located on the top right of your screen. Then, select the Pylon option from the list of connectors. Click Next and you’ll be prompted to add your access.

1. Add account access

The connector signs in with a Pylon API token. Only Admins can create one: in Pylon, go to Settings > Integrations & dev > API tokens and click Create API Token. Give it a name and either pick a Role that can read the data you want to sync, or select a user or bot for it to act as (it then uses that user’s role). Leave the IP allowlist empty. Copy the token when it is shown, since Pylon shows it only once. See Pylon’s guide to API tokens.

Pylon deletes a token when the user who created it, or the user it acts as, is deactivated. Create the token from an account that will stay active, or with its own identity.

The following configurations are available:

API Token: The Pylon API token.
Region: Where your Pylon workspace is hosted, US or EU. Tokens that start with pylon_api_eu_ belong to the EU region, and tokens that start with pylon_api_ (without eu) belong to the US region.
Start Date: Earliest update date read by the incremental streams (issues, issue messages, tasks, projects, milestones and audit logs) on the first sync and on full syncs. The other streams are always read in full.

Once you’re done, click Next.

2. Select streams

Choose which data streams you want to sync. For faster extractions, select only the streams that are relevant to your analysis. You can select entire groups of streams or pick specific ones.

Tip: The stream can be found more easily by typing its name.

Select the streams and click Next.

3. Configure data streams

Customize how you want your data to appear in your catalog. Select the desired layer where the data will be placed, a folder to organize it inside the layer, a name for each table (which will effectively contain the fetched data) and the type of sync.

Layer: choose between the existing layers on your catalog. This is where you will find your new extracted tables as the extraction runs successfully.
Folder: a folder can be created inside the selected layer to group all tables being created from this new data source.
Table name: we suggest a name, but feel free to customize it. You have the option to add a prefix to all tables at once and make this process faster!
Sync Type: you can choose between INCREMENTAL and FULL_TABLE.
- Incremental: every time the extraction happens, we’ll get only the new data, which is good if, for example, you want to keep every record ever fetched.
- Full table: every time the extraction happens, we’ll get the current state of the data, which is good if, for example, you don’t want to have deleted data in your catalog.

Once you are done configuring, click Next.

4. Configure data source

Describe your data source for easy identification within your organization, not exceeding 140 characters. To define your Trigger, consider how often you want data to be extracted from this source. This decision usually depends on how frequently you need the new table data updated (every day, once a week, or only at specific times). Optionally, you can define some additional settings:

Configure Delta Log Retention and determine for how long we should store old states of this table as it gets updated. Read more about this resource here.
Determine when to execute an Additional Full Sync. This will complement the incremental data extractions, ensuring that your data is completely synchronized with your source every once in a while.

Once you are ready, click Next to finalize the setup.

5. Check your new source

You can view your new source on the Sources page. If needed, manually trigger the source extraction by clicking on the arrow button. Once executed, your data will appear in your Catalog.

For you to be able to see it on your Catalog, you need at least one successful source run.

Pylon limits how many requests your workspace can make per minute, shared by every integration that uses your Pylon tokens. Issue messages are read with one request per issue, so the first sync of a workspace with many issues can take several hours. A recent Start Date makes it shorter.

Streams and Fields

Available streams

The table below lists every stream, its slug (the exact identifier to pass when creating the source via API) and a short description.

Stream	Slug	Sync	Description
Issues	`issues`	Incremental	Support issues (conversations and tickets) with their state, requester, assignee, team, tags, custom fields, SLA timings and CSAT.
Issue Messages	`issue_messages`	Incremental	Every message of each issue read in the sync: customer messages, replies and internal notes, oldest first.
Surveys	`surveys`	Full table	CSAT, NPS and custom surveys.
Survey Responses	`survey_responses`	Full table	Responses to every survey, with their answers.
Accounts	`accounts`	Full table	Customer accounts (companies), with domains, owner, tags, channels and custom fields.
Contacts	`contacts`	Full table	Contacts (people at your customer accounts).
Users	`users`	Full table	Users (agents) of your Pylon workspace, deactivated ones included.
Teams	`teams`	Full table	Teams, their members and how they assign issues.
User Roles	`user_roles`	Full table	Roles users can have.
Tasks	`tasks`	Incremental	Tasks of your projects and customer onboardings.
Projects	`projects`	Incremental	Projects, with status and progress.
Milestones	`milestones`	Incremental	Project milestones (milestones of projects not launched yet are not returned by Pylon).
Tags	`tags`	Full table	Tags for issues, accounts and articles.
Issue Statuses	`issue_statuses`	Full table	Issue statuses, built-in and custom.
Task Statuses	`task_statuses`	Full table	Task statuses, built-in and custom.
Custom Fields	`custom_fields`	Full table	Custom field definitions of accounts, issues, contacts, tasks, projects, meetings and opportunities.
Ticket Forms	`ticket_forms`	Full table	Ticket forms and their fields.
Macros	`macros`	Full table	Macros (saved replies, notes and actions).
Knowledge Bases	`knowledge_bases`	Full table	Knowledge bases (help centers).
Knowledge Base Articles	`knowledge_base_articles`	Full table	Articles of every knowledge base, in its default language, with draft and published content.
Audit Logs	`audit_logs`	Incremental	Audit log of actions taken in your workspace.

Nested information (custom fields, SLA details, authors, channels, answers and similar) comes as JSON text. The IDs most used in joins are also copied into their own columns: account_id, requester_id, assignee_id, team_id, owner_id, project_id and milestone_id.

Pylon does not report deleted records. In incremental tables (issues, tasks, projects, milestones), a record deleted in Pylon stays in your table; full-table streams drop it on the next sync.

Fields by stream

Support

Issues

Support issues (conversations and tickets) with their state, requester, assignee, team, tags, custom fields, SLA timings and CSAT. Synced incrementally by last update; an issue with new messages is read again too.Table: issues · Primary key: id · Sync: Incremental · Replication key: updated_at

Field	Type	Description
`id`	String	The ID of the issue.
`account_id`	String	ID of the account the issue belongs to (copied from account.id).
`assignee_id`	String	ID of the user the issue is assigned to (copied from assignee.id).
`requester_id`	String	ID of the contact who requested the issue (copied from requester.id).
`team_id`	String	ID of the team the issue is assigned to (copied from team.id).
`account`	String (JSON)	Account the issue belongs to. JSON object with: id, external_ids.
`active_time_by_user`	String (JSON)	Active time spent on the issue broken down per user, if any. JSON array of objects with: active_time_seconds, business_hours_active_time_seconds, user_id.
`active_time_seconds`	Integer	The total active time spent on the issue in seconds, if any. Equals the sum of the per-user active time.
`assignee`	String (JSON)	User the issue is assigned to. JSON object with: id, email.
`attachment_urls`	Array of strings	The attachment URLs attached to this issue, if any. Signed download URLs. Fetch with a plain GET, no Authorization header.
`author_unverified`	Boolean	Whether any message on the issue has an unverified author identity. True if any message author’s identity has NOT been verified (e.g., from public forms).
`body_html`	String	The body of the issue in HTML format.
`business_hours_active_time_seconds`	Integer	The total business-hours active time spent on the issue in seconds, if any. Equals the sum of the per-user business-hours active time.
`business_hours_first_response_seconds`	Integer	The business hours time in seconds it took for the first response to the issue, if any.
`business_hours_resolution_seconds`	Integer	The business hours time in seconds it took for the issue to be resolved, if any.
`business_hours_time_in_status_seconds`	String (JSON)	A map of status slug to the business hours time in seconds the issue has spent in that status. Includes both base statuses (e.g. “new”, “waiting_on_you”) and custom statuses. JSON object.
`chat_widget_info`	String (JSON)	Chat widget details, for issues started in the chat widget. JSON object with: page_url.
`child_issues`	String (JSON)	The child issues in this group, if this issue is an issue group. JSON array of objects with: id, number, title.
`created_at`	Datetime	The time the issue was created.
`csat_responses`	String (JSON)	The CSAT responses of the issue, if any. JSON array of objects with: comment, score.
`custom_fields`	String (JSON)	Custom field values associated with the issue. JSON object.
`customer_portal_visible`	Boolean	Whether the issue is visible in the customer portal.
`external_incidents`	String (JSON)	Incidents from incident.io or Rootly linked to this issue. JSON array of objects with: external_id, link, reference, source.
`external_issues`	String (JSON)	The external issues associated with the issue, if any. JSON array of objects with: external_id, key, link, source, state.
`first_resolution_time`	Datetime	The time of the first resolution of the issue, if any. Frozen at the issue’s first resolution and never updated on reopen/re-resolve.
`first_response_assignee_id_at_breach`	String	The ID of the user the issue was assigned to when its first response SLA breached, if it breached.
`first_response_breach_time`	Datetime	The time by which the issue’s first response SLA will breach, if any. Only present for issues with an active first response SLA.
`first_response_resolving_user_id`	String	The ID of the user whose action resolved the issue’s first response SLA. Absent when resolved by a contact or automation.
`first_response_seconds`	Integer	The time in seconds it took for the first response to the issue, if any.
`first_response_time`	Datetime	The time of the first response to the issue, if any.
`follow_up`	String (JSON)	Follow-up SLA of the issue. JSON object with: time, seconds, business_hours_seconds, breach_time, assignee_id_at_breach, resolving_user_id.
`is_issue_group`	Boolean	Whether this issue is an issue group.
`latest_message_time`	Datetime	The time of the latest message in the issue, if any.
`link`	String	The link to the issue in Pylon.
`next_reply`	String (JSON)	Next-reply SLA of the issue. JSON object with: time, seconds, business_hours_seconds, breach_time, assignee_id_at_breach, resolving_user_id.
`number`	Integer	The number of the issue.
`number_of_touches`	Integer	The number of times the issue has been touched.
`parent_issue_group`	String (JSON)	Issue group this issue belongs to, if any. JSON object with: id, number, title.
`requester`	String (JSON)	Contact who requested the issue. JSON object with: id, email.
`resolution_assignee_id_at_breach`	String	The ID of the user the issue was assigned to when its resolution SLA breached, if it breached.
`resolution_breach_time`	Datetime	The time by which the issue’s resolution SLA will breach, if any. Only present for open issues with an active resolution SLA.
`resolution_resolving_user_id`	String	The ID of the user whose action resolved the issue’s resolution SLA. Absent when resolved by a contact or automation.
`resolution_seconds`	Integer	The time in seconds it took for the issue to be resolved, if any.
`resolution_time`	Datetime	The time of the resolution of the issue, if any.
`slack`	String (JSON)	Slack origin of the issue. JSON object with: channel_id, message_ts, workspace_id.
`snoozed_until_time`	Datetime	The time the issue was snoozed until in RFC3339 format, if any.
`source`	String	The source of the issue. Known values: `slack`, `microsoft_teams`, `microsoft_teams_chat`, `chat_widget`, `customer_portal`, `email`, `manual`, `form`, `discord`, `google_chat`, `whatsapp`, `sms`, `telegram`, `phone`. This list is not exhaustive.
`state`	String	The state of the issue. Standard values are `new`, `waiting_on_you`, `waiting_on_customer`, `on_hold`, and `closed`; custom status slugs are also supported.
`tags`	Array of strings	Tags associated with the issue.
`team`	String (JSON)	Team the issue is assigned to. JSON object with: id.
`team_slas`	String (JSON)	The team-scoped SLAs on the issue, if any. One entry per team, mirroring the issue-level first response and resolution SLA fields. JSON array of objects with: first_resolution, first_response, follow_up, next_reply, resolution, team_id.
`time_in_status_seconds`	String (JSON)	A map of status slug to the time in seconds the issue has spent in that status. Includes both base statuses (e.g. “new”, “waiting_on_you”) and custom statuses. JSON object.
`title`	String	The title of the issue.
`type`	String	The type of the issue. Known values: `conversation`, `ticket`. This list is not exhaustive.
`updated_at`	Datetime	The time the issue was last updated, used as the incremental replication key.
`workspace_email`	String	The email address connected to the Pylon workspace through which the issue’s email conversation is routed. For inbound issues, this is the address that received the original email.
`workspace_phone_number`	String	The WhatsApp, SMS, or voice phone number connected to the Pylon workspace through which the issue’s conversation is routed. For inbound issues, this is the number the customer messaged or called.

Issue Messages

Every message of each issue read in the sync: customer messages, replies and internal notes, oldest first. All messages of an issue are read again whenever the issue changes.Table: issue_messages · Primary key: issue_id, id · Sync: Incremental · Replication key: issue_updated_at

Field	Type	Description
`issue_id`	String	ID of the issue the message belongs to.
`id`	String	The top-level Pylon message ID. Use this value as message_id when replying or when targeting an internal note’s thread.
`author`	String (JSON)	Author of the message. JSON object with: name, avatar_url, user (id, email), contact (id, email).
`author_unverified`	Boolean	Whether this message’s author identity has NOT been verified. True for public form submissions, unverified chat widget visitors, and emails that failed sender authentication. For emails, read email_info.sender_authentication_status to tell an authentication failure apart from the other cases.
`email_info`	String (JSON)	Email details of the message, for messages sent by email. JSON object with: from_email, to_emails, cc_emails, bcc_emails, message_id, opens, sender_authentication_status.
`file_urls`	Array of strings	The URLs of the files in the message, if any. Signed download URLs. Fetch with a plain GET, no Authorization header.
`is_private`	Boolean	Whether the message is an internal note. If true, the message is not visible to the requester; if false, it is customer-visible.
`issue_updated_at`	Datetime	Last update time of the issue when the message was read, used as the incremental replication key.
`message_html`	String	The HTML body of the message.
`reactions`	String (JSON)	The emoji reactions currently on the message, grouped by emoji. JSON array of objects with: count, name.
`slack_info`	String (JSON)	Slack details of the message, for messages from Slack. JSON object with: channel_id, message_ts, thread_ts, permalink.
`source`	String	The source of the message.
`thread_id`	String	The Pylon internal thread ID. This is set only for internal notes and can be passed as thread_id when creating an internal note.
`timestamp`	Datetime	The time at which the message was created.

Surveys

CSAT, NPS and custom surveys. Read in full on every sync.Table: surveys · Primary key: id · Sync: Full table

Field	Type	Description
`id`	String	The unique identifier of the survey.
`name`	String	The name of the survey.
`type`	String	The type of the survey. Known values: `nps`, `csat`, `custom`. This list is not exhaustive.
`updated_at`	Datetime	When the survey was last updated (RFC3339 format).

Survey Responses

Responses to every survey, with their answers. Read in full on every sync, so responses later excluded from analytics are updated.Table: survey_responses · Primary key: id · Sync: Full table

Field	Type	Description
`id`	String	The unique identifier of the survey response.
`account_id`	String	The ID of the account associated with the response.
`answers`	String (JSON)	The answers submitted in this response. JSON array of objects with: prompt, question_id, question_type, value.
`contact_id`	String	The ID of the contact who submitted the response.
`excluded_at`	Datetime	When the response was excluded from analytics.
`issue_id`	String	The ID of the issue associated with this response, when applicable.
`submitted_at`	Datetime	When the response was submitted.
`survey_id`	String	The ID of the survey template associated with this response.
`survey_instance_id`	String	The ID of the individual survey delivery that produced this response.
`survey_type`	String	The type of survey associated with this response. Known values: `nps`, `csat`, `custom`. This list is not exhaustive.

Customers and team

Accounts

Customer accounts (companies), with domains, owner, tags, channels and custom fields. Read in full on every sync.Table: accounts · Primary key: id · Sync: Full table

Field	Type	Description
`id`	String	The ID of the account.
`owner_id`	String	ID of the user who owns the account (copied from owner.id).
`associated_account_ids`	Array of strings	The IDs of accounts associated with this partner that the caller can read. Present only for partner accounts; an empty array indicates no visible associated accounts.
`channels`	String (JSON)	Channels associated with the account. JSON array of objects with: channel_id, channel_name, channel_url, is_internal, is_primary, mirror_to, source.
`created_at`	Datetime	The creation time of the account.
`crm_settings`	String (JSON)	CRM details linked to the account. JSON object with: details.
`custom_fields`	String (JSON)	Custom fields associated with the account. JSON object.
`domain`	String	The primary domain of the account.
`domains`	Array of strings	The list of domains associated with the account.
`external_ids`	String (JSON)	External IDs associated with the account. JSON array of objects with: external_id, label.
`is_disabled`	Boolean	Whether the account is disabled.
`latest_customer_activity_time`	String	The time of the latest customer activity.
`latest_vendor_activity_time`	String	The time of the latest vendor activity.
`logo_url`	String	The logo URL of the account.
`name`	String	The name of the account.
`owner`	String (JSON)	User who owns the account. JSON object with: id, email.
`parent_account_id`	String	The ID of this account’s parent account, or null if it has no parent.
`primary_domain`	String	The primary domain of the account.
`subaccount_ids`	Array of strings	The IDs of the subaccounts belonging to this account.
`tags`	Array of strings	Tags associated with the account.
`type`	String	The type of the account. Known values: `customer`, `internal`, `community`, `partner`. This list is not exhaustive.
`updated_at`	Datetime	The time the account was last updated.

Contacts

Contacts (people at your customer accounts). Read in full on every sync.Table: contacts · Primary key: id · Sync: Full table

Field	Type	Description
`id`	String	The ID of the contact.
`account_id`	String	ID of the account the contact belongs to (copied from account.id).
`account`	String (JSON)	Account the contact belongs to. JSON object with: id, external_ids.
`avatar_url`	String	Avatar URL of the contact.
`custom_fields`	String (JSON)	Custom field values associated with the contact. JSON object.
`email`	String	The primary email of the contact, if it exists.
`emails`	Array of strings	The list of all emails of the contact.
`external_ids`	String (JSON)	External IDs associated with the contact. JSON array of objects with: external_id, label.
`integration_user_ids`	String (JSON)	Integration user IDs linking this contact to external systems. JSON array of objects with: id, source.
`name`	String	The name of the contact.
`phone_numbers`	Array of strings	The list of all phone numbers of the contact.
`portal_role`	String	Portal role slug assigned to the contact. For backwards compatibility. Known values: `no_access`, `member`, `admin`. This list is not exhaustive.
`portal_role_id`	String	The ID of the custom portal role assigned to the contact.
`primary_phone_number`	String	The primary phone number of the contact, if it exists.

Users

Users (agents) of your Pylon workspace, deactivated ones included. Read in full on every sync.Table: users · Primary key: id · Sync: Full table

Field	Type	Description
`id`	String	The ID of the user.
`avatar_url`	String	The avatar URL of the user.
`email`	String	The primary email of the user.
`emails`	Array of strings	The list of all emails of the user.
`is_deactivated`	Boolean	Whether the user is deactivated.
`name`	String	The name of the user.
`role`	String (JSON)	Deprecated by Pylon in favour of roles: one role assignment of the user. JSON object.
`role_id`	String	Deprecated: Use role_ids to retrieve all assigned roles. This field returns only one assignment for backwards compatibility, not a primary role.
`role_ids`	Array of strings	All assigned role IDs, sorted by ID. The order does not imply precedence.
`roles`	String (JSON)	All assigned roles, including SCIM-derived roles, sorted by ID. Empty when no roles are assigned. JSON array of objects with: id, name, slug.
`skills`	String (JSON)	The user’s routing skills. Null when the caller lacks permission to read team settings. JSON array of objects with: attribute, attribute_type, values.
`status`	String	The status of the user. Standard values are `active`, `away`, and `out_of_office`; custom status slugs are also supported. See GET /user-statuses for each status’s category.

Teams

Teams, their members and how they assign issues. Read in full on every sync.Table: teams · Primary key: id · Sync: Full table

Field	Type	Description
`id`	String	The ID of the team.
`assignment_configuration`	String (JSON)	How the team assigns issues. JSON object with: assignment_method, assignable_user_statuses, only_assign_if_user_active, override_existing_assignee, .
`name`	String	The name of the team.
`schedule`	String (JSON)	Recurring assignment schedule of the team, if any. JSON object with: id, timezone, blocks.
`users`	String (JSON)	The users in the team. JSON array of objects with: email, id.

User Roles

Roles users can have. Read in full on every sync.Table: user_roles · Primary key: id · Sync: Full table

Field	Type	Description
`id`	String	The ID of the role.
`name`	String	The name of the role.
`slug`	String	The slug of the role.

Projects and tasks

Tasks

Tasks of your projects and customer onboardings. Synced incrementally by last update.Table: tasks · Primary key: id · Sync: Incremental · Replication key: updated_at

Field	Type	Description
`id`	String	The ID of the task.
`account_id`	String	ID of the account the task belongs to (copied from account.id).
`milestone_id`	String	ID of the milestone the task belongs to (copied from milestone.id).
`project_id`	String	ID of the project the task belongs to (copied from project.id).
`account`	String (JSON)	Account the task belongs to. JSON object with: id, external_ids.
`ai_instructions`	String	Instructions the AI follows when evaluating this task in a smart project.
`assignee`	String (JSON)	Who the task is assigned to. JSON object with: user, contact.
`blocked_by_task_ids`	Array of strings	The IDs of tasks that block this task.
`blocks_task_ids`	Array of strings	The IDs of tasks that this task blocks.
`body_html`	String	The body of the task in HTML format.
`completed_at`	Datetime	The completion time of the task in RFC3339 format.
`created_at`	Datetime	The created at time of the task.
`custom_fields`	String (JSON)	Custom field values associated with the task, keyed by custom field slug. JSON object.
`customer_portal_visible`	Boolean	The customer portal visible of the task.
`due_date`	Datetime	The due date of the task in RFC3339 format.
`external_issues`	String (JSON)	The external product issues associated with the task, if any. JSON array of objects with: external_id, key, link, source, state.
`linked_issues`	String (JSON)	The Pylon issues linked to the task that the current user can access, if any. JSON array of objects with: id, number, title.
`milestone`	String (JSON)	Milestone the task belongs to. JSON object with: id.
`parent_task_id`	String	The ID of the parent task, if this is a subtask.
`project`	String (JSON)	Project the task belongs to. JSON object with: id.
`status`	String	The status of the task: not_started, in_progress or completed, or a custom task status slug.
`subtask_ids`	Array of strings	The IDs of subtasks belonging to this task.
`title`	String	The title of the task.
`updated_at`	Datetime	The updated at time of the task, used as the incremental replication key.

Projects

Projects, with status and progress. Synced incrementally by last update.Table: projects · Primary key: id · Sync: Incremental · Replication key: updated_at

Field	Type	Description
`id`	String	The ID of the project.
`account_id`	String	ID of the account the project belongs to (copied from account.id).
`account`	String (JSON)	Account the project belongs to. JSON object with: id, external_ids.
`ai_instructions`	String	Instructions the AI follows when keeping this smart project up to date.
`archived_at`	Datetime	The archived at time of the project in RFC3339 format.
`created_at`	Datetime	The created at time of the project.
`custom_fields`	String (JSON)	Custom fields for this project, keyed by slug. JSON object.
`customer_portal_visible`	Boolean	The customer portal visible of the project.
`description_html`	String	The description of the project in HTML format.
`end_date`	Datetime	The end date of the project in RFC3339 format.
`is_archived`	Boolean	Whether the project is archived.
`name`	String	The name of the project.
`owner_id`	String	The owner ID of the project.
`progress`	Number	The fraction of completed tasks, from 0 to 1.
`project_template`	String (JSON)	Template the project was created from. JSON object with: id.
`start_date`	Datetime	The start date of the project in RFC3339 format.
`status`	String	The status of the project. One of not_started, in_progress, or completed. Known values: `not_started`, `in_progress`, `completed`. This list is not exhaustive.
`updated_at`	Datetime	The updated at time of the project, used as the incremental replication key.

Milestones

Project milestones (milestones of projects not launched yet are not returned by Pylon). Synced incrementally by last update.Table: milestones · Primary key: id · Sync: Incremental · Replication key: updated_at

Field	Type	Description
`id`	String	The ID of the milestone.
`account_id`	String	ID of the account the milestone belongs to (copied from account.id).
`project_id`	String	ID of the project the milestone belongs to (copied from project.id).
`account`	String (JSON)	Account the milestone belongs to. JSON object with: id, external_ids.
`created_at`	Datetime	The time the milestone was created.
`due_date`	Datetime	The due date of the milestone.
`name`	String	The name of the milestone.
`project`	String (JSON)	Project the milestone belongs to. JSON object with: id.
`updated_at`	Datetime	The time the milestone was last updated, used as the incremental replication key.

Configuration and content

Tags

Tags for issues, accounts and articles. Read in full on every sync.Table: tags · Primary key: id · Sync: Full table

Field	Type	Description
`id`	String	The ID of the tag.
`hex_color`	String	The hex code of the tag’s color.
`object_type`	String	The object type of the tagged object. Known values: `account`, `article`, `issue`. This list is not exhaustive.
`value`	String	The value of the Tag.

Issue Statuses

Issue statuses, built-in and custom. Read in full on every sync.Table: issue_statuses · Primary key: slug · Sync: Full table

Field	Type	Description
`slug`	String	The slug of the issue status.
`category`	String	The category of the issue status.
`is_archived`	Boolean	Indicates if the issue status is archived.
`is_default_status`	Boolean	Indicates if the issue status is a default status.
`label`	String	The label of the issue status.

Task Statuses

Task statuses, built-in and custom. Read in full on every sync.Table: task_statuses · Primary key: slug · Sync: Full table

Field	Type	Description
`slug`	String	The slug of the task status.
`category`	String	The category of the task status.
`is_archived`	Boolean	Indicates if the task status is archived.
`is_default_status`	Boolean	Indicates if the task status is a default status.
`label`	String	The label of the task status.

Custom Fields

Custom field definitions of accounts, issues, contacts, tasks, projects, meetings and opportunities. Read in full on every sync.Table: custom_fields · Primary key: id · Sync: Full table

Field	Type	Description
`id`	String	The ID of the custom field.
`created_at`	Datetime	When the custom field was created.
`default_value`	String	The default value for single-valued custom fields.
`default_values`	Array of strings	The default values for multi-valued custom fields.
`description`	String	The description of the custom field.
`is_read_only`	Boolean	Whether the custom field is read only. Fields synced from apps and integrations are read-only.
`label`	String	The label of the custom field.
`number_metadata`	String (JSON)	Display settings of number fields. JSON object with: format, currency, decimal_places, duration_display_format, duration_input_unit.
`object_type`	String	The type of object this custom field is for. This can be a built-in or custom object type.
`select_metadata`	String (JSON)	Options of select and multi-select fields. JSON object with: options (label, slug, …).
`slug`	String	The slug of the custom field.
`source`	String	The source of the custom field.
`type`	String	The type of the custom field.
`updated_at`	Datetime	When the custom field was last updated.

Ticket Forms

Ticket forms and their fields. Read in full on every sync.Table: ticket_forms · Primary key: id · Sync: Full table

Field	Type	Description
`id`	String	The ID of the ticket form.
`description_html`	String	The description of the ticket form in HTML.
`fields`	String (JSON)	The layout of the ticket form. JSON array of objects with: custom_field_id, description_html, hidden, name, required, slug, type, visibility_conditions.
`is_public`	Boolean	Indicates if the ticket form is public.
`name`	String	The name of the ticket form.
`slug`	String	The slug of the ticket form.
`url`	String	The URL of the ticket form.

Macros

Macros (saved replies, notes and actions). Read in full on every sync.Table: macros · Primary key: id · Sync: Full table

Field	Type	Description
`id`	String	The ID of the macro.
`actions`	String (JSON)	The actions that execute when this macro is applied. JSON array of objects with: type.
`created_at`	Datetime	The time the macro was created.
`edit_visibility`	String (JSON)	Visibility represents the visibility settings of a resource in responses. JSON object with: team_ids, type, user_ids.
`has_actions`	Boolean	Whether this macro has actions that execute when applied.
`macro_group_id`	String	The ID of the macro group this macro belongs to.
`name`	String	The name of the macro.
`text_html`	String	The HTML content of the macro.
`text_type`	String	The type of text: “reply”, “note”, or “email”.
`updated_at`	Datetime	The time the macro was last updated.
`visibility`	String (JSON)	Visibility represents the visibility settings of a resource in responses. JSON object with: team_ids, type, user_ids.

Knowledge Bases

Knowledge bases (help centers). Read in full on every sync.Table: knowledge_bases · Primary key: id · Sync: Full table

Field	Type	Description
`id`	String	The ID of the knowledge base.
`active_theme_id`	String	The ID of the theme currently used by the knowledge base. Omitted when the knowledge base uses a preset theme.
`default_language`	String	The default language of the knowledge base.
`slug`	String	The slug of the knowledge base.
`supported_languages`	Array of strings	The list of supported languages for the knowledge base.
`title`	String	The name of the knowledge base.

Knowledge Base Articles

Articles of every knowledge base, in its default language, with draft and published content. Read in full on every sync.Table: knowledge_base_articles · Primary key: knowledge_base_id, id · Sync: Full table

Field	Type	Description
`knowledge_base_id`	String	ID of the knowledge base the article belongs to.
`id`	String	The ID of the article.
`approval_info`	String (JSON)	Approval status of the article. JSON object with: status, requested_at, reviewed_at, reviewed_by_user_id.
`author_user_id`	String	The ID of the user who authored the article.
`collection_id`	String	The ID of the collection this article belongs to, if any.
`created_at`	Datetime	The time the article was created.
`current_draft_content_html`	String	The current draft content of the article in HTML. This is the latest version, which may differ from the published version.
`current_draft_content_markdown`	String	The current draft content of the article in markdown. This is the latest version, which may differ from the published version.
`current_published_content_html`	String	The current published content of the article in HTML.
`current_published_content_markdown`	String	The current published content of the article in markdown.
`identifier`	String	The identifier of the article.
`is_published`	Boolean	IsPublished indicates if the article is published.
`is_unlisted`	Boolean	Whether the article is accessible only via a direct link.
`last_edited_at`	Datetime	The time the article content was last edited.
`last_published_at`	Datetime	The last published at time of the article.
`slug`	String	The slug of the article.
`tags`	String (JSON)	Tags assigned to the article. JSON array of objects with: hex_color, id, object_type, value.
`title`	String	The name of the article.
`url`	String	The URL of the article.
`visibility_config`	String (JSON)	Who can see the article. JSON object with: visibility, ai_agent_access, allowed_agent_ids, customer_visibility_condition, .

Audit Logs

Audit log of actions taken in your workspace. Synced incrementally by the time of the action.Table: audit_logs · Primary key: id · Sync: Incremental · Replication key: action_happened_at

Field	Type	Description
`id`	String	The ID of the audit log.
`action`	String	The action that was performed.
`action_happened_at`	Datetime	The time at which the action happened, used as the incremental replication key.
`actor_contact_id`	String	The ID of the contact who performed the action, if applicable.
`actor_user_id`	String	The ID of the user who performed the action, if applicable.
`attributes`	String (JSON)	Key-value attributes associated with the audit log. JSON object.
`created_at`	Datetime	The time at which the audit log was created.
`link`	String	The link associated with the audit log, if applicable.
`metadata`	String (JSON)	Additional metadata associated with the audit log. The structure varies based on the action type. JSON object.
`object_id`	String	The ID of the object that the audit log is for.
`object_type`	String	The type of object that the audit log is for.
`source`	String	The source of the audit log.

Implementation notes

Incremental sync. Issues, tasks, projects and milestones are read by their last update time, audit logs by the time of the action. Each sync reads again from one hour before the latest update it saw, so late updates are not missed; records read twice are deduplicated.
Issue messages. Whenever an issue changes or gets a new message, all of its messages are read again, so edits and reactions are kept current.
Full table streams are read in full on every sync. If one that had records suddenly comes back empty, that stream fails instead of emptying your table, and its table keeps its data; run a full sync of the source if the data really was removed in Pylon.
Permissions. If the token’s role cannot read a stream you selected, that stream fails with a message naming it, and the other streams still load. Give the token a role with access, or deselect that stream.
Audit logs are not selected by default, because reading them usually needs an Admin-level token. Entries Pylon records more than an hour after the action are only picked up by a full sync.
Deleted or edited messages. Message changes are picked up when their issue is read again. A message deleted in Pylon stays in the issue_messages table.
File links. file_urls and attachment_urls are signed links that do not expire and open without signing in. Treat these columns as sensitive.

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Pylon as a data source

Configuring Pylon as a Source

1. Add account access

2. Select streams

3. Configure data streams

4. Configure data source

5. Check your new source

Streams and Fields

Available streams

Fields by stream

Support

Customers and team

Projects and tasks

Configuration and content

Implementation notes

​Configuring Pylon as a Source

​1. Add account access

​2. Select streams

​3. Configure data streams

​4. Configure data source

​5. Check your new source

​Streams and Fields

​Available streams

​Fields by stream

​Support

​Customers and team

​Projects and tasks

​Configuration and content

​Implementation notes

Configuring Pylon as a Source

1. Add account access

2. Select streams

3. Configure data streams

4. Configure data source

5. Check your new source

Streams and Fields

Available streams

Fields by stream

Support

Customers and team

Projects and tasks

Configuration and content

Implementation notes